Guest Service Agent – Saudi National

Job description / Role

Company Description

What is Tamayyaz Program?

"Tamayyaz is a Nationalization Development Program that enables Saudi talents to acquire the needed skills & knowledge for various professions within the hospitality field within a specific time frame by using a combination of classroom learning and On Job Training."

The 41-storey Mövenpick Hotel and Residence Hajar Tower Makkah, located only a few steps from the holy Ka'abah, offers premium accommodation and first-class hospitality with Swiss service standards managed by Accor. Its location within Abraj Al Bait tower complex gives it access to a wide range of lifestyle facilities. A privileged location, blessed views, massive capacity, modern amenities, convenience, dining facilities with 5 distinct world-class restaurants appeal to a wide variety of tastes and dine a large number of guests.

Job Description

Key Deliverables and Responsibilities

Planning & Organizing:

• Review and update Logbook
• Check equipment
• Be Smart, well groomed and maintain a friendly and cheerful disposition all the times
• Oversee the day to day operations
• Report regularly on happening to Supervisors / Night Manager (if on shift).
• Monitor Employees performance/ Coaching
• Fire Procedure
• First Aid Procedures
• Handle guest complaints and report to manager
• Implement and coordinate the Front Office OSM
• Perform as per Standards and in line with the Company's Values and Competencies.
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments of all Is aware of the daily activities and has product knowledge the hotel facilities
• Ensure panic report is printed during the shift at least twice.

Operations:

• Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests.
• Register and process check in for all arrivals.
• Update and check guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests' departure
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed.
• Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up, report it immediately to supervisors.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check and convey message to guests.
• Assist at the Information counter, Foreign Exchange, Night Audit and the Business centre, as and when assigned
• To check the paymaster and assist Supervisors to have No paymasters pending.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.
• Check Hotel situation, occupancy, functions, groups, VIPs.
• File daily reception report and documents systematically.
• Print panic report (at least twice a shift).
• Attend briefings; take notes and action with appreciated follow up.
• Focus on the guests, maintain eye contact and ensure all guest at the desk are acknowledged.
• At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations
• Coordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding VIPs.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
• Perfect grooming all the time.
• Drive Upselling.
• Carry out any other reasonable task (which may not be stated here) as requested.

Requirements

Qualifications

• Tamayyaz Program is for Saudi Nationals.
• Open to candidates with little to no work experience, including fresh graduates and those with up to 6 months of relevant work experience.
• Basic English skills are a must.
• Strong passion for the Hospitality Field.
• Excellent interpersonal and communication skills.
• Is a team player that contributes to and proactively assists co-workers.
• Ability to work a flexible roster depending on departmental needs.
• Ability to focus attention on guest needs, always remaining calm nd courteous.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Additional Information

- Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.